Related Search Results Not Displaying in CSM Configurable Workspace Case Form

[swethavelu]

Hello Community,

I am working on CSM Configurable Workspace with the Case form. In the standard platform view, when I type a keyword (e.g., “support”) in the Short Description field, the Related Search Results section automatically displays relevant Knowledge Articles based on the keyword.

However, in the CSM Configurable Workspace, although the Related Search Results component exists in the workspace view configuration, it does not appear when I open a new Case form. Even after entering keywords like “support” in the Short Description field, no related Knowledge Articles are displayed, and the field itself is not visible.

Expected Behavior: The Related Search Results section should display relevant Knowledge Articles based on the entered keyword, similar to the standard platform case form.

Actual Behavior: The section is not visible, and no related articles are shown.

Question:

• Is there any additional configuration required to enable Related Search Results in CSM Configurable Workspace?
• Do I need to activate a plugin or set up a component in the workspace page layout?

Any guidance or best practices would be greatly appreciated.

[maneeshakareti]

Hi @swethavelu 
In CSM Configurable Workspace the Related Search Results are visible in Agent assist available in work space side bar 

which is configured in search contexts (cxs_context_config.list)t able, Name : Case Workspace Knowledge Base Search .

[Ankur Bawiskar]

@swethavelu 

check this

In CSM/FSM configurable workspace, users are unable to view Search results screen similar to Agent W... 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[swethavelu]

Hi @Ankur Bawiskar 

Thank you for your prompt response.

My current instance version is "Zurich". I've added the property mentioned in KB article, cleared the cache. Then opened the new case form in CSM workspace and type with keyword "support" not seeing any KB articles as in standard platform case form. Can please suggest if i need to check or do anything additionally?

[Ankur Bawiskar]

@swethavelu 

check in fresh PDI in Zurich

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏